Gorgias
Support made simple and scalable.
Rating
4.3
feedback
705
chart
#952
All reviews
Rating Breakdown
Review RSS Feed
Sept. 20, 2023
We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop. Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.
Hello, Team. We appreciate you taking the time to leave your detailed feedback. We're genuinely sorry to learn that this is your impression. We would never want to see any of our clients leave with a bitter taste in their mouths. Your satisfaction is our top priority and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service. What you mentioned in the first part of your review is something that will be relayed to the dedicated teams as is definitely a learning opportunity for all of us. Concerning the Billing aspect, we do, however, keep everything perfectly transparent, providing the full information at the very beginning of your service with us. This being said, we are always ready to discuss any point of the Terms and Conditions of our Service with complete honesty and in full detail. We sincerely appreciate you taking the time to share your review, and we wish you all the best in your future endeavors. 🙏
Sept. 15, 2023
very good App, Service and Support-Team
Thank you so much for your feedback, Arktisquelle! We really appreciate you taking the time to share your satisfaction with our helpdesk, and we are glad to hear our service met your expectations. :)
Sept. 19, 2023
Great app, Terrible support for bugs and issues. --- adjusted the review from 2 stars to 1 star after they decided to respond. They responded here as if something was going to happen, nothing happened. The service is terrible, they are constantly giving wrong advice and then someone else different picks up the ticket and gives additional wrong advice. ironic for a support ticketing app, shows their logic and systems doesn't work. save your sanity and find a different app.
Dear Team, First of all, we would like to thank you for taking the time to share your thoughts with us. We’re disappointed to read your review as we know we can do better. Your satisfaction is of utmost importance to us and we would like to show how much we care, and that we'll do everything to find the best solution for you and your Team. We are going to make things right so you can enjoy your Gorgias experience. One of our Team Members will be reaching out to you shortly to address the issues you have raised. We’re confident your ongoing experience will be a positive one.
Sept. 12, 2023
Best tool integrated with Shopify. Their team is agile, delivering multiple quality of life updates upon the time.
Hi, Hestiia!! Thank you so much for your positive review! 😊 We're thrilled to hear that you find our tool to be the best integrated with Shopify. If you have any suggestions or feedback, please don't hesitate to share. We're here to serve you!
Sept. 12, 2023
Great start to using Gorgias. Starting with the $10 plan, limited to 50 tickets. Set up was easy and spam messages or instant closes don't count towards overall ticket count, so you can get a lot of real tickets through in that amount. Very organized within the dashboard, easy to manage support tickets.
Hi, Siam Blades Team! Thank you so much for your positive review! 😊 We're delighted to hear you found our $10 plan valuable and that the setup was easy! Your feedback motivates us to continue improving our services to meet your needs. If you ever have any questions or need assistance, please don't hesitate to reach out. We're here to support you on your journey with Gorgias. Thanks again for choosing us! ⭐️
Sept. 11, 2023
A great solution for the multiple ways for the different ways customers communicate with our store. Previously the setup was opening multiple different apps and URLS which was hard to keep track of with the multiple members of team unsure who has done what. With Gorgias we have only 1 inbox now for our emails, chats, socials, Trustpilot and we can be sure all communication is answered efficiently and tracked well. The automatiions are also a time savee with good spam detection, macros for quick replies and rules to assign tags and statuses. The personalised onboarding and support are great also. Highly recommended product.
🌟 Thank you for your glowing review! 🌟 A single place that covers all your channels, automation features, and personalized support is what we're all about, and we're delighted that you've found them valuable. Your recommendation means a lot to us, and we're here anytime you need assistance or have more feedback to share. Cheers to smoother operations with Gorgias! 🚀
Aug. 23, 2023
I love Gorgias and the way it makes CX seamless - I've tried multiple other helpdesks and Gorgias has been my absolute fav so far!
Wow, we're absolutely thrilled to hear that you love Gorgias and how it's rocking your customer experience! We totally get that there are many options out there, so it's awesome to be your top pick. Thank you for sharing! 🙌 If you ever want to chat or need anything at all, we're here and ready to help. Keep enjoying Gorgias and that smooth CX flow! 🚀🌟
Aug. 22, 2023
I am absolutely thrilled to give a 5- star review to this exceptional service provider. Their product quality as well as customer service is outstanding. I can confidently say that this service provider has won me over as a loyal customer.
Oh, my! What more can one ask for? 😆 Team, thanks so much - we're happy to hear that you've had such an amazing ride with us. That's what we're all about and it's a true pleasure that you've recognized that. We're sending you a lot of virtual hugs! 🤗
Aug. 21, 2023
Our company have utilised Gorgias for almost 3 years now. Our team have been loving Gorgias. Their customer support team have provided us with wonderful support and advise. Even when system has some trouble, the Gorgias team provides us with constant update and ensures that our issue is being resolved. Will recommend Gorgias for their awesome service, system and intuitive app that make the customer service team life a blissful one :)
What to say... This is simply 🎶 to our ears. Sharing your Gorgias journey with the world is invaluable to us and we'll be making sure to live up to your expectations at all times. We sincerely look forward to having you onboard for many years to come. 💛
Aug. 18, 2023
We have had great luck with Gorgias and for the most part they are very responsive. We did just recently have an update that was horrible and it took about 3 weeks for it to be resolved and I felt like we didn't get much communication about it and when I reached out I kept getting the same questions over and over which made me feel like they weren't really paying attention. Before this, we rarely had issues and I'm hoping now that things are resolved we will rarely have issues so I did give 4 stars.
Hello, Team. We sincerely value that you took the time to review our service, and we're truly sorry to learn about the inconvenience you encountered. Thank you for both pros and cons you provided us with. We fully understand how important it is to offer exceptional service, and we can assure you that we will direct your feedback toward improving our operations and services. 🙏
Aug. 17, 2023
Love Gorgias, user friendly. I wish the old search was still available. All in all love using Gorgias!
What a pleasure to hear that we are loved that much. Thank you for that! 💜 We'll keep striving to improve in each segment of our service, to keep up with your great impression about us. 🙏
Aug. 16, 2023
Gorgias is easy to work with and always helpful with a quick and effective answer when we reach out.
Happy Friday, Team. 🎉 Thank you - we truly appreciate that you took the time to share the details of the experience you've had with us. Glad to hear that all goes smoothly whenever you need our help and that you're happy with our reliable support. We'll make sure to keep up this way in the future and become even better so that we can earn that one last ⭐️ from you. Take care! 🙏
Aug. 15, 2023
Having had the opportunity to interact with Gorgias ‑ Helpdesk & Live Chat, I can confidently say that it stands out in the crowded realm of customer service tools. The interface is seamless and intuitive, ensuring even the least tech-savvy users can navigate and make the most of its features. What's particularly impressive is their support team. They’re not just helpful, they’re proactive. Whenever I had questions or faced any issues, they were there with quick, detailed instructions, making the entire process a breeze. This reflects the company’s commitment to user satisfaction. All in all, for anyone considering a robust helpdesk and live chat solution, Gorgias is a top contender that should not be overlooked. Highly recommended!
Gorgias for the win! 🏆 We couldn't be happier to hear about the experience you've had with us, Team. That's exactly what we're all about - an AMAZING platform with an UNPARALLELED Support Team. We'll do our best to keep up that way and to carry on providing great service to you and all the Gorgians out there! 💛
Aug. 14, 2023
This app has made our life a lot easier with automations and was pretty easy to set up. Customer service is very prompt and helpful!
Short and sweet! 😊 We're truly flattered when we receive a confirmation that our hard work really pays off. We'll make sure to keep up the good work and make your life even easier. 🙏
Aug. 16, 2023
Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice. Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over. Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.
Hello Team. We're saddened to learn that you've decided to end your journey with us. Every single team at Gorgias is always ready to work on any issue with utmost dedication, ensuring that your questions are answered in the shortest amount of time. It has never been our intention to make you feel this way, and this is why we're extremely sorry to hear that you have such an overall impression of Gorgias. Please rest assured that we strive to equally assist all our clients whenever they need us, and that will never change. We would like to thank you for taking the time to provide us with the details of your experience which will surely be useful to improve our service in the future. We wish you all the best.
Aug. 14, 2023
My team made the switch from Kustomer to Gorgias last year and are very pleased - the increase in speed is phenomenal and the platform serves as a one-stop shop for our various integrations. I wish there was a more robust reporting system and that different features of Gorgias were more readily able to be automated.
Hi Sheertex team! Thank you for sharing your feedback with us! We're thrilled that you've experienced a significant speed boost with Gorgias and found our platform beneficial for your integrations. We value your input on reporting and automation, and we're actively working to enhance these areas to better meet your needs. Your satisfaction is our priority. 🚀✨
Aug. 7, 2023
Great customer support; they were able to help with issues integrating into the new system quickly and efficiently! Although my team has been having technical issues in some areas, the support team has been very helpful in getting us back on track.
Hey, Freedom Street Garage Team (simply loving the name)! 😉 Thank you so much for taking the time to let us know of the great experience you had with our Integrations Team. It's highly appreciated. We're very proud of the way our Crew works and we're always happy to hear that they've managed to reach your expectations. Here's to many more years in front of us! 🥂
Aug. 7, 2023
If you know how to navigate this enough, it will be a treasure specially with the price :) I just hope there will be live chats in whatever plans you have
Thank you for your feedback, Team. 🙏 It's truly great to hear that you're pleased with us. Your suggestions are vital to us, as they allow us to further improve your journey. This being said, we'll be relaying your remark internally and we promise that we'll do our best to keep up the good work and earn that fifth ⭐️ from you. Thank you!
July 26, 2023
Marijana was courteous and professional. She responded with detail and explained things in a way I could understand! I very much appreciate excellent service!
Hi Primal Kitchen Team, Thank you so much for taking the time to share your lovely feedback about your experience with us! 🌟 Your kind words warm our hearts and brighten our day! We are thrilled to hear that Marijana provided courteous and professional service, going the extra mile to ensure you felt well-informed and at ease. It's our mission to deliver excellence, and it brings us immense joy to know that we succeeded in meeting your expectations. 🍀
July 18, 2023
There is a MASSIVE bug in Gorgias - Once you click "Send" or "Send and close," there's a popup that says "Message sent" along with a button that says "Undo." If you close the tab before that goes away, your message DOES NOT get sent or saved in drafts. You have to do it over! I've spent an afternoon plowing through tickets and now I have to do ALL of them over again.
Hi Team Biotikur! Thank you for sharing your feedback with us! Your valuable input regarding the "Send and Close" feature has been passed on to the development team. Rest assured, your concerns are being taken seriously, and our dev team will continue working on improving the efficiency of the mentioned feature. Your satisfaction is our top priority! We genuinely appreciate your candidness and are grateful for the opportunity to improve our product and ensure that your Gorgias experience is smooth and hassle-free. 🙏🏼